PetSmart reviews and complaints 1
View all 641 complaintsPetSmart - pethotel
Our puppy is a large 1.5 yr old German Shephard and has stayed at the PetHotel numerous times. We picked him up yesterday with no progress report and no complaints. Today we recieved a call (7:45pm) from the PetHotel Manager, Valerie, stating that our dog can no longer be kenneled at the PetHotel and on top of that the policy is that he is banned for life from all area PetsMarts. The reason provided was that he was too energetic to handle. Really? Petsmart has reassurred us that he is in no way aggressive but that he has too much energy. When asked if there was any way for him to be 'reinstated' after i.e. training, maturity (afterall still is an oversized puppy), we were told that the decision was final and not up for discussion. Our minds are spinning because in no way has any communication ever been given that he was too much to handle. All previous progress reports all indicate what an amiable dog he is, kisses, smiley faces, etc... Only during this last reservation did I remotely find out over the phone that they think he would do better with one on one play versus group play... and that was me being proactive about the discussion. Needless to say, we are completely blindsided by this... not to mention completely disappointed with the way our family dog has been handled... or lack thereof. I'm still waiting on the 'ban for life' policy to be faxed to me and I understand 'right to refuse' but it just seems so unprofessional to make a quick phone call and say your rambunctious dog is banned for life. PetsMart PetHotel lacked the professional courteous and communication skills in this instance. And how strange is it that he would be banned for life without discussion? I'm sure there are some great workers out there, but maybe PetsMart should be questioning their own hires as to why they presumably cannot handle a large puppy. (I would like to point out that this dog lives indoors with 3 kids under the age of 8)... NEWS FLASH - BEWARE! PETSMART PET HOTEL INCAPABLE OF BABYSITTING FAMILY DOG THAT WILL LICK YOUR FACE OFF!
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